Southwest Airlines Complaint - Non-existent service, unbelievably disorganized
OAKLAND, CALIFORNIA -- Booked first trip on Southwest, from Oakland going to Phoenix (I regularly fly about 6 trips a month, so am very used to travel and all its inconveniences, but I've never had service as terrible as my experience on Southwest).
Got to the airport an hour and a half before the flight is due to depart (2 hour, domestic flight). Have one bag to check. Line to check bags is out the terminal door into the parking lot. Easy at least a half hour to 45 minutes needed for that. Line for security twice as long.
Try to find a Southwest employee - none to be found. Go up to customer service counter - explain that my flight leaves in an hour (by now). Guy gives me a blank look and shrugs. Tell him that the (Southwest) website said nothing about lines this long when I checked in, ask if this is unusual - he says, "no, it's always like this". I suggest that Maybe they should TELL their customers that they need to pretend they are going to Hong Kong and get to the airport FIVE HOURS early so they can get through the lines. Another blank look. No comments, no offers of assistance, nothing. If it wasn't for the surly expression on his face, I wouldn't have been sure he was actually breathing. Clearly I'm not going to get any help from this idiot, so I ask for a refund. Then the moron says, "would you like to re-book?" NO, DUH, if this airline can't even organize its ticket lines, and you are incredibly unhelpful, why would I want to get on one of your planes? So I say, no, this is bull****, I would like a refund. THEN the moron wakes up and completely gets his panties in a wad because "I swore at him". Apparently it's only OK for HIM to be completely rude, unresponsive and disrespectful - the customers, apparently, are supposed to be uncomplaining sheep. With service like he delivers I'd think he'd be used to a lot worse.
Got my refund, walked to the next terminal and booked a flight with another airline that actually had customer service reps with a pulse.
After this experience I read some of the customer complaints online about Southwest, and I'm very glad now that I never got on that flight - at least I still have my luggage!!!
This is Southwest's "mission statement" (from their website): The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. WHAT, ARE THEY KIDDING??? Stay away from this airline!!